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The
digital agent
India’s sunrise call centre industry could face a new
threat. It is not a country, say a China or Philippines, but
technology that is a cause for concern. Speech recognition
technologies, which were considered to be of little use when
responding to customer queries, have finally come of age.
The
politics (and economics) of outsourcing
The 1990s saw large-scale outsourcing of IT services to India
and the 21st century opened the floodgates for ITeS outsourcing.
The prime driver for domestic outsourcing is specialisation,
which in turn leads to production efficiency requiring fewer
resources to produce the same quantity of goods or services.
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